AVALIAÇÃO ESTRATÉGICA COM BASE EM VALORES ORGANIZACIONAIS NA PRESTAÇÃO DE SERVIÇOS

Abstract

Assessment is an activity that involves a thorough analysis of important elements in a given process, an analytical observation to make a diagnosis that allows the understanding of phenomena and events that affect, positively and negatively, in decision-making. Linked to appraisal can use strategies that enable decision making in providing services, ie, "applying and exploring available ways of favorable conditions in order to achieve specific objectives”. The Organizational Values ​​are seen as principles and beliefs shared by the employees and when analyzed strategically guide the operation and life of the organization, in order to achieve the goal of it. The view also seeks to observe four factors enable this evaluation: (1) factor support the decision, allows the reduction of uncertainty and allows choices with less risk and at the right time; (2) factor production or operational, lets you create and market products and new techniques (goods or services) of greater added value; (3) synergy factor, conditioning the quality of links and relations between internal and external members; (4) determining factor of behavior, elements that influence the behavior of individuals and groups and consequently affect the organizational process. Thus, this article aims to guide organizations to develop qualitative and quantitative tools of analysis of organizational values ​​in providing services as well as the importance of strategically evaluate, using these tools to understand and improve organizational processes.